Returns

Need help with an order?

Include your order number and the item you would like to return. We will review your request and provide the next steps.

Returns period: 30 days.

1. 30-DAY RETURN WINDOW
We accept return requests within 30 days after your order has been delivered.
Return requests made after 30 days may not be accepted.
To be eligible for a return, the item must be in its original condition and meet the requirements listed below.

2. RETURN CONDITIONS
Returned items must be:
Unwashed, unused, and unaltered
Free from stains, makeup marks, pet hair, perfume, smoke, or other odors
Returned with original tags, labels, and packaging when applicable
Accompanied by a valid order number or proof of purchase
Items that do not meet these conditions may not be eligible for a refund.

3. HOW TO START A RETURN
Please contact our customer support team before sending any item back.
Email: [email protected]

Please include the following information in your email:
Your order number
The item you would like to return
The reason for the return
Clear photos if the item is damaged, defective, or incorrect

Once your return request is approved, we will provide the correct return instructions and return address.
Please do not send your return to the sender's address on the package unless our support team confirms it.
Returns sent without prior authorization may not be accepted.

4. RETURN SHIPPING COSTS
If the item is damaged, defective, or incorrect due to our error, we will offer a suitable solution, such as a replacement, refund, or return instructions at no extra cost to you.
If the return is due to personal reasons, such as ordering the wrong item, changing your mind, or no longer wanting the item, the customer is responsible for return shipping costs.
We recommend using a trackable shipping service for all returns.
Jellycat is not responsible for return packages that are lost in transit.
We do not charge restocking fees.

5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order after delivery.
If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery.
Please include your order number and clear photos showing the issue.
After reviewing your request, we will offer a fair solution as soon as possible.

6. REFUNDS
Once your returned item is received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 5-10 business days.
Please note that your bank or card issuer may require additional time to process and post the refund to your account.
Original shipping fees are non-refundable unless the return is caused by our error.

7. EXCHANGES
If you need a different item, please contact us first.
Exchanges depend on product availability.
If the item is unavailable, we may offer a refund or store credit.